Website:
idfcfirst.bank.in
Job details:
Job Requirements
About the Role
The State Head – Cross Sell SME Business is a leadership position within the Retail Asset division, focused on enhancing customer experience and driving cross-sell initiatives. The role is responsible for ensuring timely resolution of customer queries, improving productivity, and managing customer satisfaction metrics across branches within the state. The incumbent will lead efforts to optimize operational efficiency, reduce attrition, and promote channel migration while maintaining high standards of service delivery.
Key Responsibilities
Primary Responsibilities
- Ensure all customer queries are addressed and resolved within defined Turnaround Time (TAT).
- Drive productivity across branches, focusing on metrics such as average handling time and first contact resolution.
- Promote channel migration to improve operational efficiency.
- Maintain low attrition levels within the team.
- Enhance Transaction Net Promoter Score (NPS) through superior service delivery.
- Lead cross-sell initiatives to maximize product penetration and revenue.
Secondary Responsibilities
- Monitor and report on performance metrics regularly.
- Collaborate with internal stakeholders to implement customer experience strategies.
- Support training and development initiatives to upskill team members.
- Identify process improvement opportunities and implement best practices.
What We Are Looking For
Education
- Graduation: Full time graduate in any discipline from a recognised institution.
- Post-graduation: Post-graduate (ideally MBA in Finance) from a recognised institution.
Experience
- Minimum of 5 years of relevant experience in customer experience, retail assets, or SME business operations within BFSI industry.
- Proven track record in managing teams and driving cross-sell initiatives.
Skills and Attributes
- Strong leadership and managerial capabilities.
- Excellent communication and interpersonal skills.
- Analytical mindset with a focus on data-driven decision-making.
- Ability to manage multiple priorities and deliver results under pressure.
- Customer-centric approach with a passion for service excellence.
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